VIC CBD Melbourne Area, Australia
At CommBank, we’re reshaping how customers, bankers and frontline teams engage across voice, chat, digital and assisted channels. The contact centre sits at the core of this transformation — connecting customer journeys with assisted and AI-driven servicing experiences across Business Bank.
Today, customer journeys are often fragmented across channels, systems and teams. Our ambition is to create an AI-first, human-amplified engagement model — where customers can move seamlessly between channels without losing context, and frontline teams are empowered with the right tools and insights to deliver better outcomes.
As a Principal Software Engineer, you will design, build and scale the core capabilities that bring this vision to life — spanning contact centre platforms, AI voice and chat, and customer experience orchestration.
You’ll be a senior technology leader driving solution design, engineering execution and technical strategy across complex, multi-channel customer experiences.
This role plays a critical part in:
You’ll work closely with product, design, data and engineering teams to deliver production-grade AI-enabled servicing capabilities, while influencing across architecture, risk and business stakeholders.
You will:
Lead end-to-end engineering delivery across:
Design and implement:
Establish scalable patterns for:
Champion:
Collaborate across engineering, product and design to ensure cohesive customer journeys and measurable outcomes
Mentor engineers and uplift engineering capability across the team
Exposure to some of the following is beneficial:
Contact centre & communication platforms:
AI & data:
Engineering & architecture:
Practices:
This is a unique opportunity to help engineer one of the most significant transformations in Business Bank — moving from fragmented service interactions to intelligent, connected and AI-enabled customer experiences.
You’ll work on complex, meaningful problems and help shape how CommBank uses AI and platform engineering to better serve customers and colleagues.
If this sounds like you, apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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